Sonya Mani
Cleveland Heights
Summary
Over 10 years of customer service experience. Well versed in customer support protocols for Equity and Mortgage Loans and bank Teller procedures. Proven ability to work collaboratively with diverse groups and establish ongoing relationships. Capable handling merchandise and inventory processes
Overview
16
16
years of professional experience
1
1
Certification
Work History
Front Office Coordinator/leasing agent
Brick and Mortar management
Cleveland Heights
07.2022 - 08.2025
- Daily print out of work orders for technicians assigned buildings and close out at the end of day
- Answer phone messages and distribute
- Collect and process rent checks
- Collect mail and distribute to correct person
- Make sure office is presentable at the end of each business day
- Make sure no resident files or keys are left exposed in the office
- Assign parking passes
- Update on dashboard
- Make resident files and labels and store in filing cabinet
- Prep files for court
- Keep property managers on track for leads and showing
- Remind property managers of due dates for tasks
- Make appointments for all vendors, contractors and cleaning crew and leasing apartments and multi-family homes.
- Conducted move on and move outs
- Show and lease apartment homes and multi homes.
- Ran credit and background checks for prospective tenants
- Created and completed lease for perspective tenant
- Inspected apartment and houses before and after move out
Front Desk Agent
Wyndam Hotel
Avon
04.2022 - 08.2025
- I provide customer service to all guest.
- I perform check in and check out responsibilities.
- Handle overnight request.
- Reviewing the hotels finances from previous day.
- Balancing reports, reconciling the cash drawers at the front desk, and preparing invoices for the following day.
- Preparing for the next morning.
- Making sure the front desk area and the tire front lobby area is presentable
Leasing Agent
Zaremba Management Company
Parma
04.2021 - 08.2022
- I provide current and prospective residents with the best possible customer service to retain residents and Lease properties
- I engage with potential renters and determine their needs and schedule appointments to conduct property tours
- I also collect rent payments and process them
- I serve 3-day notices and prepare paperwork for court evictions
Front Desk Auditor
Extended Stay Hotel.
North Olmsted
03.2021 - 04.2022
- I processed guest payments balance reports and Reconciled the cash drawers at the front.
- And prepare invoices for the next day
- I greeted customers answered phones received and delivered mail and assisted with maintaining and ordering office supplies
- And I would also shop for hotel as needed
Customer Service Rep.
Third Federal Savings & Loan
Cleveland
01.2013 - 12.2019
- Answer phones professionally and politely assist with opening and closing deposit accounts
- Assist with opening and closing certificate deposits
- Assisted with rollovers and distributions of all IRA's's
- Assist with mortgage loans such as a mortgage analysis
- Also assist with Equity loans any questions or concerns a client may have
- Taking payments for their equity loan
- Responsibility for training new representatives
Child care advocate
Berea Children's Home
Berea
04.2009 - 07.2011
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Conducted complex research, review and analysis of medical records, treatment plans and claim information.
- Provided education about end-of-life planning options including advance directives and palliative care.
- Communicated with insurance offices to verify service eligibility for authorization requests.
- Conducted home visits to evaluate the client's living environment and safety.
- Facilitated communication between family members regarding patient care decisions.
- Developed and implemented effective care plans for clients based on needs and preferences.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Guided patients through the completion of consent and other required medical forms.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Obtained informed consent and payment documentation from patients and filed in system.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Screened patients for eligibility for state, local and federal assistance programs.
- Reported liabilities and risk management concerns to supervisor for review.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
- Drafted educational brochures and informative newsletters for patients and staff.
Education
Social Work - minor in communication
Cleveland State University
Cleveland, OHHigh school diploma or GED -
Skills
- Senior leadership
- Phone answering
- Attention to detail
- Interpersonal skills
- Hospitality
- Team motivation
- Office management
- Clerical experience
- Property management
- Microsoft Office
- Computer science
- Hotel experience
- Guest Services
- Windows
- Sales Management
- Conflict management
- PeopleSoft
- Office experience
- Computer literacy
- Problem-solving
- Front desk
- Cash register operations
- Microsoft Powerpoint
- Microsoft Excel
- Teaching
- Time management
- Fair Housing regulations
- Rent late fee assessment
- Office phone management
- Writing skills
- OPERA
- Guest relations
- Typing
- Multifamily properties
- Client interaction via phone calls
- Relationship management
- Caregiving
- Customer communication
- Organizational skills
- Yardi
- Marketing management
- Productivity software
- Document review
- Multi-line phone systems
- Microsoft Outlook
- Property leasing
- Property management tools
- Filing
- Customer service
- Supervising experience
- Account management
- POS systems
- Administrative experience
- Clothing store experience
- Cash Handling
- Google Workspace
- Cleaning
- Upselling
- Greeting customers
- Computer operation
- Property showing
- Cash register
- Rent payment plan negotiation
- Phone call management
- Data entry
- Customer relationship building
- Customer retention
- Team management
- Infant care
- Hotel and accommodations guest check-out
- Phone etiquette
- Hotel and accommodations guest check-in
- Property management company experience
- 10key typing
- Home & community care
- Phone customer support
- Microsoft Word
- Word processing
- Computer skills
- Lease or rental agreement management
- Phone communication
- Serving clients
- Appointment scheduling
- Night audit
- Communication skills
- HIPAA
- Outbound calling
- Property renting
- Customer relationship management
- Processing cash transactions
Certification
- Basic First Aid certificate, Any valid issuer for CA
- Driver's License
Languages
English
Customer Service Experience
- Greeted customers and obtained customer wants or needs.
- Provided friendly and courteous service to all existing clientele as well as prospective customers.
- Maintained retirement records and responsible for current and proper financial statements and reports.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Responded to customer requests for products, services and company information.
- Prepared transfers, distributions, rollovers and conversions.
- Assisted customers with discrepancies and created effective solutions for online banking and also deposit accounts.
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Worked at Berea children's home for about 2 years, helping children with their life skills and behavioral issues, and supporting them with emotional, behavioral, and family challenges.
Timeline
Front Office Coordinator/leasing agent
Brick and Mortar management
07.2022 - 08.2025
Front Desk Agent
Wyndam Hotel
04.2022 - 08.2025
Leasing Agent
Zaremba Management Company
04.2021 - 08.2022
Front Desk Auditor
Extended Stay Hotel.
03.2021 - 04.2022
Customer Service Rep.
Third Federal Savings & Loan
01.2013 - 12.2019
Child care advocate
Berea Children's Home
04.2009 - 07.2011
Social Work - minor in communication
Cleveland State University